1. Overview
This Service Level Agreement (SLA) establishes the service standards and expectations between BizBootstrap.co.uk ("the Provider") and its customers ("the Client"). It outlines all services' parameters and sets forth the response times, availability, and maintenance windows.
2. Service Availability
BizBootstrap aims for a 99.9% uptime for all its digital services. In case of any unplanned outages, clients will be notified as soon as possible, and restoration will be our top priority.
3. Service Response Times
For any service-related queries or issues, our dedicated support team commits to:
- Acknowledging receipt of all tickets within two business hours.
- Initial response or update within six business hours.
- Resolution or workaround provision within 24 business hours (depending on the severity and complexity).
4. Maintenance
Routine maintenance will be conducted during off-peak hours and with at least 48 hours of prior notice to minimize service disruption.
5. Data Protection and Security
BizBootstrap commits to implementing industry-standard data protection and cybersecurity measures. Client data will be backed up daily, with backups retained for 30 days.
6. Issue Escalation
Clients can escalate the matter to our senior management if issues are not resolved within the stipulated time. An escalation path, including contact details, will be provided to all clients.
7. Review and Revisions
This SLA will be reviewed annually. BizBootstrap reserves the right to update the SLA with a 30-day notice to its clients.
8. Termination
Either party may terminate the agreement with a written 30-day notice in case of repeated and unresolved SLA breaches.
9. Contact
For any questions regarding this SLA, please contact our support team at support@bizbootstrap.co.uk or call 0333 210 2421.